Service Desk Team Leader - Up to £46k based in Central London

A global Professional Services Firm is currently seeking a Service Desk Team Leader for a permanent position based in Central London.

The Service Desk Team Leader will support across all offices for the various software and hardware used within the firm, involving all aspects of client support. Providing an enhanced service to the VVIPs and managing incident management.

This includes supporting the management of daily activities for Service Desk staff and reporting incident and call metrics as required. Deliver continuous improvement through incident work flow analysis and trend reviews. Highlight and prioritise Major Incidents that are identified via the Service Desk and where appropriate to the Service Desk remove the root causes to improve the internal client experience and IT Services.

Responsibilities:

• Providing an increased level of client support for Partners and other VVIPs. This involves day-to-day resolutions of incidents and requests, partner conferences and other high level IT perception work. Further may involve travelling to VIP homes or national and international travel as required
• 3rd line support - Act as escalation point for the service support teams for all technical queries
• Follow a client care philosophy that ensures the delivery of exceptional client service.
• Assist the Service Desk manager with recruitment, performance management, development, appraisals and succession planning across the team where required
• Utilise appropriate methods, technology and other resources to maximize Service Desk effectiveness, improve first call resolution, manage client perceptions and build strong internal relationships
• Delegate work across the support teams and assign resources as required to support the business
• Ensure the ServiceNow platform is maintained and upgraded where necessary to achieve optimum performance.

Skills and Experience

The ideal candidate possesses extensive experience in the IT industry with expertise in the following areas:

• Current Windows OS level knowledge
• Current MS Office level support experience
• Apple & Mobile Broadband experience
• Active Directory experience
• Laptop support experience
• ServiceNow development and Management
• ITIL foundation (highly desirable)
• MCP (desirable)
• MOS (desirable)

This is an urgent role that will give you the opportunity to work with a global Professional Services company currently undergoing an exciting transformation so do please send your CV to Alex Simmons for immediate consideration.